Data Scientist

Overview:

DatamanUSA is looking for a Data Scientist for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.

Job Details:

Job Title: Data Scientist

Location: Honolulu, HI

Duration: 12 months

Key Responsibilities:

*) Analyze Google CES CCaaS / CCAIP interaction data in BigQuery to optimize call routing, channel strategy, and service outcomes using historical patterns, time-of-day trends, and customer profiles.

*) Analyze unstructured voice and text data from calls, chats, emails, and case notes to determine sentiment, identify pain points, and uncover service drivers.

*) Develop predictive models for call volume, queue pressure, churn risk, and intent classification to improve staffing and proactive service strategies.

*) Evaluate Time To Resolution (TTR), escalation trends, and process bottlenecks using linked BigQuery datasets and operational measures surfaced through Looker.

*) Enhance AI tools, virtual assistants, and knowledge recommendations by using analytics from interaction outcomes and customer behavior.

*) Apply GA4 and cross-channel behavioral data where relevant to understand customer journey transitions between digital self-service and assisted support.

*) Present findings, experiments, and recommendations through analytical narratives, dashboards, and executive-ready reporting.

Key Qualifications:

*) High proficiency in Python and/or R, with expertise in SQL and BigQuery.

*) Knowledge of predictive modeling and statistical analysis, including NLP for call transcripts, chat transcripts, and case notes.

*) Ability to present findings and build shareable reports using Looker, Tableau, Power BI, or similar business intelligence tools.

Skills:

High proficiency in Python and/or R, with expertise in SQL and BigQuery.,Knowledge of predictive modeling and statistical analysis, including NLP for call transcripts, chat transcripts, and case notes.,Ability to present findings and build shareable reports using Looker, Tableau, Power BI, or similar business intelligence tools.